Richa Singh
Cambridge
Summary
Learning & Development and Employee Experience professional with 12+ years of experience designing, facilitating, and implementing learning programs across retail environments. Proven success delivering onboarding, leadership development, product and service training, employee engagement initiatives, and performance coaching. Experienced in stakeholder management, learning coordination, project management, reporting, and Learning Management Systems. Passionate about creating engaging learning experiences that improve employee capability, customer experience, and business performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Employee Experience Manager
Ralph Lauren
Halton Hills
11.2022 - Current
- Design and deliver onboarding and employee learning programs for retail leadership and frontline associates, including product knowledge and customer experience.
- Facilitate instructor-led and virtual learning sessions covering operational processes, leadership skills, compliance, and employee experience.
- Coordinated learning initiatives across departments, partnering with HR, Operations, and Store Leadership to enhance employee development.
- Acted as one of the four Super Users in Canada for the pilot project of launching the new WFM.
- Support learning projects from planning through implementation while ensuring timely communication with stakeholders.
- Analyze employee performance data to identify learning opportunities and recommend development solutions.
- Create training resources and job aids to improve operational consistency and learner engagement.
- Support Workday activities including employee enrollments, completion tracking, reporting, and training compliance.
- Lead Diversity, Equity & Inclusion initiatives and facilitate workshops that strengthen inclusive workplace culture.
- Develop orientation programs for new hires, improving onboarding effectiveness and employee readiness.
- Manage multiple learning initiatives simultaneously while meeting business timelines.
- Review workforce and training metrics to measure program effectiveness and identify continuous improvement opportunities.
- Work with peer team on employee development, performance improvement, and talent growth.
- Completed full cycle recruitment across the store roles.
- Enhanced employee welfare by adhering to established procedures for duration of investigations and disciplinary actions.
Regional Learning & Development Manager
The Collective, Aditya Birla Fashion Retail Ltd.
New Delhi
12.2018 - 04.2022
- Managed learning & development strategy for 15 retail locations, enhancing training for over 150 employees across brands including Ralph Lauren, Hackett London, and Hugo Boss.
- Designed and facilitated leadership development and operational training programs, elevating customer service and sales excellence skills.
- Delivered onboarding programs for more than 80 new employees annually.
- Created learning plans that reduced employee attrition from 67% to 22%.
- Partnered with business leaders to identify learning needs and implement targeted development initiatives.
- Developed learning materials and facilitator guides, strengthening employee capability and supporting overall performance improvement.
- Measured learning effectiveness through reporting, performance metrics, and employee feedback.
- Coordinated learning schedules and communications across multiple retail locations.
- Supported change management initiatives through training and stakeholder engagement.
- Improved regional customer satisfaction scores from 82% to 96% during FY19-20 and 98% during FY20-21.
- Mentored emerging leaders and created succession development plans.
- Managed multiple concurrent learning projects while maintaining business priorities.
Customer Experience Officer
The Luxury Closet
Dubai
11.2016 - 11.2018
- Coached customer service teams on product knowledge and service excellence, enhancing team competency.
- Supported onboarding of new employees through job shadowing and structured learning.
- Guided employees in customer service excellence and sales techniques, resulting in improved customer interactions.
- Resolved over 500 customer inquiries weekly while maintaining high service quality.
- Developed product expertise training that improved sales performance and customer satisfaction
- Maintained high-volume workload within fast-paced environment and
consistently met performance benchmarks with the highest NPS rating of 8.9 in the team. - Partnered with leadership to identify performance gaps and develop targeted coaching plans for team improvement.
Team Manager and Coach
The Collective, Aditya Birla Fashion Retail Ltd
New Delhi
06.2015 - 11.2016
- Designed and implemented structured training programs that increased team performance from 93% to 127%.
- Delivered leadership coaching and performance development sessions to enhance team skills and effectiveness.
- Facilitated daily coaching sessions for a team of 28 employees.
- Conducted performance reviews and developed individual development plans to align employee growth with team goals.
- Developed learning tools and coaching materials to improve employee capability.
- Mentored high-potential employees for leadership roles.
- Coordinated team communications and training initiatives to streamline information sharing and boost collaboration.
- Supported employee engagement through continuous coaching and recognition.
Education
MBA - Retail Management
Birla Institute of Management Technology
India04-2015
Bachelor of Science -
IMS Engineering College
India06-2012
Skills
- Learning & Development
- Learning Design & Facilitation
- Instructor-Led Training (ILT)
- Virtual Training Delivery
- Employee Onboarding
- Leadership Development
- Training Needs Analysis
- Learning Management Systems (LMS)
- Stakeholder Management
- Project Coordination
- Talent Development
- Employee Engagement
- Cross-functional Collaboration
- Performance Coaching
- Microsoft Excel
- Microsoft PowerPoint
- ADP Workforce Now
- Kronos
Certification
- Articulate Rise 360 - Ongoing, Expected Completion by end of July 2026
- The Art of Selling Luxury - Grey Matter, Dubai
- Selling Skills and Customer Experience - Grey Matter, Dubai
- National Customer Experience Trainer - Aditya Birla Fashion Retail Ltd
Accomplishments
- Most Promising Newcomer of the Year FY16 - Aditya Birla Fashion Retail Ltd
- Employee of the Month - 3 consecutive quarters for Consistent performance on NPS
Timeline
Employee Experience Manager
Ralph Lauren
11.2022 - Current
Regional Learning & Development Manager
The Collective, Aditya Birla Fashion Retail Ltd.
12.2018 - 04.2022
Customer Experience Officer
The Luxury Closet
11.2016 - 11.2018
Team Manager and Coach
The Collective, Aditya Birla Fashion Retail Ltd
06.2015 - 11.2016
MBA - Retail Management
Birla Institute of Management Technology
Bachelor of Science -
IMS Engineering College